Technology Department: Operations Manual  ! Prepared By: Samuel Bourgeois

Transcription

Lower Yukon School District
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Technology Department:
Operations Manual Prepared By: Samuel Bourgeois
Lower Yukon School District
PO Box 32089 Mountain Village, Alaska 99632
T 9075912411 Work Email
October 1, 2013
[email protected]
LYSD
Table of Contents
Mission Statement
Goals
1
1
Increase Technology Accessibility
1
Improve Academic Achievement
2
Create and Implement Technology Standards
2
Guiding Principles
2
National Educational Technology Standards
3
Alaska Technology Standards
3
Benchmarks of Progress and Ongoing Evaluation Processes
5
Objective Evaluations and Assessments Standard Technology
Hardware Standards
5
1
1
Standard Classrooms of LYSD
2
Standard Administration and District-Level Equipment
3
Standard User-Level Equipment
4
Software Standards
4
Software Review
5
LYSD Tech Dept Ops Manual
i"
LYSD
Account Creation and Alteration
6
Classified New Hires 6
Certified New Hires
6
New Student Accounts
6
Temp Hires & MOA Employees
6
Examples of Costs 7
Access Matrix 8
Summer Access 9
Resignations 9
Deletion 9
Computer Deployment Strategies 10
Certified Devices
10
Student Devices 10
Regional School Board Devices 10
Technology Staffing
11
Departmental Positions
11
2014 Staffing
11
Future Staffing
Duty Matrix
Technology Support
11
12
16
District Office Support
16
Site Staff Support
16
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LYSD
Help Desk
Technology Purchases
Departmental
17
18
18
Asset Tagging & Configuration
18
Technology Department Purchases
18
Teachers & Instructional Leaders
18
Student
19
Regional School Board Members
19
Refresh Cycle Matrix
19
Asset Management
21
Asset Tracking
21
Annual Verification on Site
21
Social Media & Communication Protocols
District Sponsored Social Media
22
22
Content Guidelines
22
Privacy
22
Definitions
22
Authorization for Official District Social Media Platforms
23
Superintendent Guidelines 23
Appropriate Use by District Employees
24
Cyberbullying
Educational Resources
24
24
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LYSD
Professional Development and Training
District Sponsored Professional Development for Teachers
Annual Inservices Department Sponsored Training
25
25
25
25
Weekly Technology Training/PD Sessions
25
Annual Technology Training/PD Sessions
26
Ad Hoc Technology Training/PD Sessions
26
Apple-LYSD Relationship
27
LYSD’s history with staff Macintosh computers
27
Imaging Practices
27
Image Requirements (Macintosh Computers)
Updating Process
User Authentication
Apple IDs
ID Creation Guidelines
Apple Certification
Check-out & Check-in Process
27
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28
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29
Staff Equipment & Expectations
29
New Site Classified Check-out
29
Sample Workflow
Site Classified Check-in
29
29
Sample Workflow
30
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Lower Yukon School District Technology Department
Mission Statement
The mission of the Lower Yukon School District’s Technology Department is to work cooperatively with the community
and schools to ensure students achieve District educational outcomes and become successful life long learners who
value their heritage and contribute responsibly to a changing world. Technology will support the efforts of the District to
move to a traditional grading model by assuring accessibility of students and staff to Edsby online. Technology will be
instrumental in the facilitation of the Regional School Board’s Career and Technical Education focus and prepare
infrastructure for future developments in educational technology trends.
Goals
The Technology Department will use the following strategies to improve education in the Lower Yukon School District:
Increase Technology Accessibility
• Provide a 1:1 computer to student ratio district-wide
Operations Manual
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• Provide high speed internet to each school with latency at or near levels comparable with urban Alaska
• Provide bandwidth capable of supporting distance learning via video teleconferencing, online learning programs, and
web-based curricula
• Provide a reliable network infrastructure capable of supporting students and staff year round with minimal outage
windows
Improve Academic Achievement
• Based on the State of Alaska’s Content Standards
Create and Implement Technology Standards
•International Society for Technology in Education Standards for students, teachers, administrators.
•Hardware and software standards created by the district.
Guiding Principles
• The research of Dr. Ruben Puentedura: SAMR Model
Substitution:
•
•
•
What will I gain by replacing the older technology with the new technology?
Substitution to Augmentation:
•
Have I added an improvement to the task process that could not be accomplished with the older
technology at a fundamental level?
•
•
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How does this feature contribute to my design?
Augmentation to Modification:
•
How is the original task being modified?
•
Does this modification fundamentally depend upon the new technology?
•
How does this modification contribute to my design?
Modification to Redefinition:
•
What is the new task?
•
Will any portion of the original task be retained?
•
How is the new task uniquely made possible by the new technology?
•
How does it contribute to my design?
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Operations Manual
"2
National Educational Technology Standards
Currently the Technology Department of the Lower Yukon School District makes every attempt to follow the enumerated
standards set forth by the International Society for Technology in Education (ISTE). The Educational Technology
Coordinator’s role will be to teach, model, and facilitate the adoption of these standards in the classroom.
Student Standards: http://www.iste.org/standards/standards-for-students
Teacher Standards: http://www.iste.org/standards/standards-for-teachers
Administrator Standards: http://www.iste.org/standards/standards-for-administrators
Complete List of NETS: http://www.iste.org/standards
Alaska Technology Standards
Alaska Department of Education and Early Development: http://www.educ.state.ak.us/contentstandards/
Technology.html
A
A student should be able to operate technology-based tools.
A student who meets the content standard should:
1.
2.
3.
4.
5.
B
use a computer to enter and retrieve information;
use technological tools for learning, communications, and productivity;
use local and world-wide networks;
manage and maintain technology tools; and
diagnose and solve common technology problems.
A student should be able to use technology to locate, select, and manage information.
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1.
2.
3.
C
identify and locate information sources using technology;
choose sources of information from a variety of media; and
select relevant information by applying accepted research methods.
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A student should be able to use technology to explore ideas, solve problems, and
derive meaning.
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1.
2.
3.
D
use technology to observe, analyze, interpret, and draw conclusions;
solve problems both individually and with others; and
create new knowledge by evaluating, combining, or extending information
using multiple technologies.
A student should be able to use technology to express ideas and exchange information.
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1.
2.
3.
E
convey ideas to a variety of audiences using publishing, multimedia, and
communications tools;
use communications technology to exchange ideas and information; and
use technology to explore new and innovative methods for interaction with
others.
A student should be able to use technology responsibly and understand its impact on individuals and society.
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1.
2.
3.
4.
5.
6.
7.
8.
evaluate the potentials and limitations of existing technologies;
discriminate between responsible and irresponsible uses of technology;
respect others' rights of privacy in electronic environments;
demonstrate ethical and legal behavior regarding intellectual property,
which is the manifestation of an original idea, such as computer software,
music, or literature;
examine the role of technology in the workplace and explore careers that
require the use of technology;
evaluate ways that technology impacts culture and the environment;
integrate the use of technology into daily living; and
recognize the implications of emerging technologies.
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Benchmarks of Progress and Ongoing Evaluation Processes
Successfully completing the goals mentioned previously should yield the following results:
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1.
2.
3.
Increased bandwidth to 14MB/site over 2 years and 20MB/site over 3 years if service provider is capable.
A likely increase in the SBA Reading due to the increased usage of new Language Arts curriculum (Wonders).
Increase in the number of devices in the hands of students.
Increase
Total
Student Count !
(and Projected)
Year One
200
1577
Year Two
80
1657
Year Three
80
1737
Year Four
200
1937
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In order to monitor the forward progress of the District in it’s attempts to meet the goals above:
1.
2.
3.
4.
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Reports generated weekly identifying outages District-wide (tracking down times, cause of outages, and response times of rectification)
Implement 2 all staff evaluations at the ends of semesters one and two.
Implement 1 community and student survey annually evaluating the impact of technology on the education provided to grades K-12 in LYSD.
Measure the amount of time spent on the Wonders application/website districtwide, providing said data to other
departments to correlate time on technology-related tasks to increases in student performance.
Objective Evaluations and Assessments
The District will attempt to secure an evaluation by outside party bi-annually as budget constraints allow. This review will
guide the internal processes and provide constructive feedback to the Superintendent, School Board, and Director of
Technology. This assessment will include, but not be limited to:
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• Communications Infrastructure
• Network Policies and Processes
• Employee Performance
• Equipment Selection and Deployment
• Telecommunication Service Needs
• Educational Technology Implementation
• Training & Professional Development Goals
• Training & Professional Development Offerings
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Operations Manual
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Standard Technology
Hardware Standards
Based on the position, job description, and departmental needs, each employee within LYSD will be provided with
access to the following tools:
This list is fluid and subject to change.
Part #
Description
15053-701
55053-701
30130-719
35523-701
10250-712
CPI Quadra "4" Post Rack
CPI Standard "2" Post Rack
CPI 2U Horizontal Wire Managers
CPI 10” Vertical Wire Managers
CPI 12" Ladder Rack - Universal cable runway 10' sections
CPI Parts & Misc
CommScope Uniprise - CAT5E - 48 port patch panel Wired to T568B
Patch Cables - CAT5E - L-COM Shape Thin Style
YELLOW - 7'
VIOLET "Purple" - 7'
BLUE - 7'
WHITE - 7'
RED - 10'
ORANGE - 7'
Tripp Lite Smart Pro 3000VA 2U
Server Room Equipment
data
voice
phone
WAP
cri0cal systems
switch connec0ons
Network equipment
WS-C3750X-24P-S
S375XVK9T-12255SE
C3750X-24-IOS-S-E
C3KX-PWR-715WAC/2
C3KX-NM-10G
SFP-10G-SR
SFP-H10GB-CU3M
CAB-STACK-50CM
CAB-SPWR-30CM
Operations Manual
Blue Coat Packet Shaper 1700
Blue Coat ProxySG
Cisco ASA 5510
Catalyst 3750X 24 Port PoE IP Base
CAT 3750X IOS UNIVERSAL WITH WEB BASE DEV MGR
C3750X-24 IP Base to IP Services factory IOS Upgrade
Catalyst 3K-X 715W AC Secondary Power Supply
Catalyst 3K-X 10G Network Module option PID
10GBASE-SR SFP Module
10GBASE-CU SFP+ Cable 3 Meter
Cisco StackWise 50CM Stacking Cable
Catalyst 3750X Stack Power Cable 30 CM
"1
CAB-3KX-AC
C3KX-PWR-715WAC
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CON-SNT-3750X2PS
WS-C2960S-48FPD-L
CAB-16AWG-AC
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C2960S-STACK
SFP-H10GB-CU3M
SFP-10G-SR
CAB-STK-E-1M
CAB-STK-E-0.5M
!
CON-SNT-2960S4FD
AIR-CT5508-25-K9
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AIR-PWR-5500-AC
AC Power Cord for Catalyst 3K-X (North America)
Catalyst 3K-X 715W AC Power Supply
SMARTNET 8X5XNBD Catalyst 3750X 24 PoE IP Base - 3
YEARS
Catalyst 2960S 48 GigE PoE 740W, 2 x 10G SFP+ LAN
Base
AC Power cord, 16AWG
Catalyst 2960S FlexStack Stack Module optional for LAN
Base
10GBASE-CU SFP+ Cable 3 Meter
10GBASE-SR SFP Module
Cisco FlexStack 1m stacking cable
Cisco FlexStack 50cm stacking cable
SMARTNET 8X5XNBD Cat 2960S Stk48 GigE PoE 740W,
2x10G LANB - 3 YEARS
Cisco 5508 Series Wireless Controller for up to 25 APs
Cisco 5500 Series Wireless Controller Redundant Power
Supply
Video Teleconference Equipment
Polycom RMX 2000
Scheduling and Gatekeeping Device
Video Boarder Proxy
HDX 6000
HDX 8002 XL
VTC Carts with shelves & Mount Kit
Cisco Wireless Access Point
Tripp Lite 2U 1000 Battery backup
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Standard Classrooms of LYSD
By 2017 every LYSD classroom shall have the following:
•One display, preferably interactive. (Ex: TV, LCD projector, interactive whiteboard, interactive projector)
•One Laptop with video adapter
•One printer
•Student Computers: students will have access to at least 4 computers, whether desktop or laptop
Part #
Description
TV's – Classrooms / Commons Area - Security
System & Gym/VTC Displays
SOU-KDL55EX500
VMAA18
Operations Manual
Sony Bravia 55” Class 1080 HDTV
Sanus Full Motion Wall Mount for 37”- 56” Flat Panel TV's
Tripp Lite 25’ SVGA RGB H15 Monitor Cable
Peerless Multi-Mount
"2
Classroom & Office Printers
HP LJ PRO 400 M401N
HP LJ PRINTER P3015N
Classroom Computers
DELL Vostro E7000
DELL Latitude 2110 Laptop
APPLE iMAC 20”
13” MacBook Pro
Tripp Lite Internet Office 550VA UPS
Projectors
SMART Light Raise 60wi (InteracHve)
Teacher Computers & Bags
MACBOOK Pro 13"
VGA -‐ Mini Display Adapter
Computer Bag - Ogio Metro Tan
Standard Administration and District-Level Equipment
Based on the position, job description, and departmental needs, each employee within LYSD will be provided with the
following tools:
Instructional Leader
13" MacBook Pro
Dell 27" Display
iPad 16GB
HP LJ PRINTER P3015N
Computer Bag - Ogio Metro Black
Directors & Coordinators
MACBOOK Pro 15"
Dell 27" Display
Business Department
MACBOOK Pro 15"
Dell 27" Display
Secretarial Staff
Operations Manual
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MACBOOK Pro 15"
Dell 27" Display
Standard User-Level Equipment
Home School Coordinators Computers
Dell Vostro E7000
Secretary Computers
Dell Vostro E7000
Maintenance
Dell Latitude E5530
HP LJ Pro 400 m401n printer
Food Service Computer & Cameras
13" MacBook Pro
Software Standards
• The District will maintain one Apple student - specific, one Apple staff - specific, and one Windows - specific image
district wide.
• Apple Student image includes (3/2014)
• OSX 10.8
• First Class Software
• Microsoft Office 2011
• Sophos Anti-Virus
• Unique configurations and admin password
• Apple Staff image includes (3/2014)
• OSX 10.8
• SMART software suite
• Unique configurations and admin password
• Dell image includes (3/2014)
• Windows 7
• SMART software suite
• Educational tools defined by Curriculum Dept
Operations Manual
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Software Review
School Board Policies establish the school district’s authority to standardize the purchase, loading, and support of all
software applications including third-party web-based hosted services. This section establishes a standardized
procedure for the evaluation, approval, and acquisition of all supplemental software applications within the school district
in order to ensure the software supports the LYSD adopted curricula, is compatible with the district’s technology
infrastructure, and can be supported by the technology department.
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Guidelines for Review
A. The software request will be evaluated according to the following criteria:
1. content and support of the district’s adopted curriculum to include:
a. instructional rationale
b. correlation to district curriculum and state grade level expectations/ content standards
2. technical criteria to include:
a. compatible/compliant operating system (OS 10.6, 10.8, 10.9 & Win7)
b. hardware requirements
c. bandwidth requirements
3. whether the application will duplicate functions already available with approved school district software
4. cost of the software, training and support, annual fees, and/or licensing
B. Timeline for Review
Software requests will be reviewed monthly. The deadline for requests is the first day of the month. The software review
committee will evaluate the software request and provide a response to the requesting employee/school by the end of
that month. All software requests received after the identified deadline will be considered during the subsequent
evaluation period.
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Operations Manual
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Account Creation and Alteration
Classified New Hires
Sample Workflow
HR completes paperwork > HR creates Smart record > (AUTOMATED First Class account creation & Technology
notification) > Technology verifies FC and creates network user accounts > Instructional Leader & User receive email
notification > IL delivers necessary documentation for signature > User changes password.
Technology has no way to verify completion of the hiring process and cannot allow access without HR or Superintendent approval.
Certified New Hires
Sample Workflow
HR completes paperwork > HR creates Smart record > (AUTOMATED First Class account creation & Technology
notification) > Technology verifies FC and creates network user accounts > Instructional Leader & User receive email
notification > IL delivers necessary documentation for signature > User changes password > Hardware delivered ASAP
Technology has no way to verify completion of the hiring process and cannot allow access without HR or Superintendent approval.
New Student Accounts
Sample Workflow
Counselor Liaison completes paperwork > Admin Secretary/Home School Coordinator/Councilor creates Smart record >
(AUTOMATED First Class account creation & Technology notification) > Technology verifies FC and creates network user
accounts > Instructional Leader & User receive email notification > IL delivers necessary documentation for signature >
User changes password.
Technology has no way to verify completion of the student’s transfer or enrollment process and cannot allow access without Curriculum or Superintendent approval.
Temp Hires & MOA Employees
Sample Workflow
Department hires employee > Department notifies HR & Technology > Technology verifies need for account and level of
access with HR & Superintendent's Office > user is notified externally and assisted with initial login and use.
Technology will rely on the Department Head to vouch for the need of the user account. With Superintendent approval accounts will be created as time permits. Charges may apply to Departments. Depending on
licensing fees, time requirements for creation, and engineering.
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Examples of Costs
Position Created
Costs
Notes
Specialist!
$200
Permissions, configuration of devices, asset setup and
management, account creation
Contractor
$150
Permissions, configuration of personal devices, account
creation
State Coach
$100
Configuration of personal devices, account creation
Long Term Visitor
$50
Configuration of personal devices
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Access Matrix
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Site Tech
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Counselor
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Cook
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Custodian
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√
Inst. Aide
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√
H.S.Coor.
√
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Maintenence √
√
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Specialist
√
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Secretary
√
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Coordinator
√
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Director
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State Coach
√
√
Tech Dept.
√
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Super.
√
√
SPED Spec.
Technology
Inst. Leader
Directors
√
Maintenence
RWDE Site Administrator
√
√
Counselor
RWD Adv Builder
√
√
Sub-admin
SMT User
√
Teacher
Position
HS Coordinators
Certified
SMART Administrator
√
(Site) Staff
√
All Staff User
SMART Teacher
User Group
Contractors
Spec. Perm.
Operations Manual
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√
√
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Summer Access
The Technology Department will deactivate all access to the SMART information system for non-District Office personnel
May 30 annually. Accounts will be reactivated August 1 annually for returning staff. District personnel will have
uninterrupted SMART access annually.
Returning staff will have uninterrupted email access to FC throughout the summer months.
Resignations
The Technology Department will deactivate all access to the SMART information system for non-District Office personnel
May 30 annually. Access for District Office personnel will be terminated immediately following their final working day.
Departing staff will have uninterrupted email access to FC until June 30 annually.
Deletion
Deletion of accounts will be at the discretion of the Director of Technology. Any accounts deemed high priority will be
deactivated, but not deleted. All accounts deemed Low Priority will be deleted June 30 annually.
High Priority accounts include, but are not limited to: Superintendent, Directors, Coordinators, users involved in litigation,
users whose accounts were locked do to alleged criminal activity, users on sabbatical. Operations Manual
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Computer Deployment
Strategies
Certified Devices
Certified devices will be purchased every three years. The model will be MacBook Pro 13” laptops or similar. Devices will
be accompanied by protective bags for transport, VGA adapter, and power cord. Once deployed to sites, the Technology
Department will not take possession again from teachers until three years has passed. In that time Instructional Leaders
will be responsible for replacing power cords and adapters. In the event of a broken device, LYSD will facilitate the repair
or replacement centrally. See Checkout Procedures for more information.
Student Devices
Student devices will be purchased centrally in the District Office and deployed equitably to all sites as needs arise.
Regional School Board Devices
Regional Board members will identify needs, request agenda items from the Chairperson, and vote to approve all
purchases. Operations Manual
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Technology Staffing
Departmental Positions
The number and makeup of the staff in the Lower Yukon School District often changes from year to year as funding shifts
and RSB focus changes. Historically the position of Director, Coordinator, and Computer Technology Specialist have
been filled, with additional team members added from time to time.
2014 Staffing
Director of Technology
Distance Learning
Computer Technology
Coordinator
Specialist
Network System Analyst
•Oversee all items listed to •First Class Admin
•Help Desk Manager
right.
•Active Directory Admin
•Certified Macintosh Repair •Active Directory Admin
•Budgeting
•Remote Desktop Support
•Monitoring Security Cam-
•Mac Image Creation and
•VTC Lead
eras
Deployment
•Educational Database
•Monitoring VTCs
•Network Management &
Admin
•Activities Broadcasting
Orion Monitoring
•Long term planning and
strategizing
•First Class Admin
•Blended Learning Facilita- •Image Deployment
•Remote Desktop Support
tor
•DO Tech Support
•Security Camera Configu-
•Transportation & Travel
ration and Maintenance
Logistics
•Avaya Phones
•Copier & Printer Maintenance
•Blue Coat Manager
•Card Access Systems,
Paging, IP Clocks
•IDF & MDF Standards,
Configuration, and Upkeep
Future Staffing
There is currently a need for and budgeting to support the hiring of an Educational Technology Coordinator. This position
would be responsible for the following:
• Classified Training
• Certified Training
• Student Internship Planning & Facilitation
• Systems and Network Admin
!
• Edsby
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Duty Matrix
Director of
EdTech
Technology
Coordinator
Distance
System Analyst
Specialist
Learning
Coordinator
VTC
Support
Support
Scheduling
Support
Support
None
Support
Monitoring
Support
Monitoring
Manager
Support
Matrix Creation
None
None
and Management
None
None
CILC PoC
None
None
Manager
Support
Lead
Support
Support
None
None
Support
Support
Lead
Support
Hardware Support Support
Support
Support
Support
Software Training
Support
None
None
First Class
FC Admin
FC Admin
FC Admin
FC Admin
Support
Help Desk
Manager
Support
Support
Support
Lead
Mac Repair
Manager
None
None
Support
Lead
AD/DC/VMs
Manager
None
None
Lead
None
Image
Manager
Support
Support
Support
Lead
Manager
Support
Support
Lead
Support
Activities
Broadcasting
SMART Tech
Deployment
Image Creation/
Maintenence
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DO Tech Support
Support
None
None
Support
Lead
Professional
Manager
Support
Lead
None
None
Manager
Lead
Support
Support
None
Support
Support
Lead
Support
ARD Management Support
Support
Support
Lead
None
OdysseyWare
Support
Support
Lead
None
None
Ren Place
Support
Support
Lead
None
None
Read Naturally
Support
Support
Lead
Support
None
My Skills Tutor
Support
Support
Lead
None
None
Edsby
Lead
Support
Support
Support
None
Learn360
Manager
Lead
Support
None
None
PD360
Manager
Lead
Support
None
None
Development
Training Needs
Network Manager/ Manager
Orion
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PLC Coordination Manager
Support
Lead
None
None
CTSO
Support
Lead
Support
None
None
Student Support
Manager
Lead
Support
None
None
Technology
Manager
Support
Lead
None
None
Manager
None
None
Lead
Support
Classified Training Manager
Lead
Support
Support
Support
Avaya/ Phones
Manager
None
None
Lead
Support
BlueCoat
Manager
None
None
Lead
None
Paging Systems
Manager
None
None
Lead
Support
Card Access
Manager
None
None
Lead
Support
Support
Support
Support
Support
Lead
Manager
None
None
Lead
Support
Curriculum &
Course
ipConfigure /
Security Cameras
Systems
Transportation &
Logistics
IDF & MDF
Standards &
Management
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RSB Support
Manager
Copiers & Printers Manager
Operations Manual
Support
Support
Support
Lead
None
None
None
Lead
"15
Technology Support
District Office Support
Just a phone call away, the Technology Department is at your disposal any time during office hours. After hours calls to
the Director of Technology’s phone should be limited to high priority needs. In addition, the general line for assistance
from the Help Desk Lead can be called 8-5 M-F: 591-6287. The Computer Technology Specialist assigned to the Lead
Help Desk position will take calls to this number whether on site or off. Extension 2062 should be the first call when any
needs arise locally.
Sample Workflow
All needs (other than FC login/mail issues) communicated through Help Desk when possible > first Technology team
member to accept responsibility for item will respond to sender > Status changed to "in progress" > When complete,
item archived
Open door policy applies to all staff and requests are welcomed in person. An accompanied Help Desk ticket is appreciated to maintain the highest level of customer service. Written requests cannot be forgotten and data
collected here is hugely beneficial.
Site Staff Support
• The intent of the the Department is to visit every site once a
month. At times this number will be higher and during certain
months there may be no site visited at all. During these time the
Technology Department team member will be at the complete
disposal of the Instructional Leader, Site Techs, staff, and
!
students.
Excluded:
•Non-LYSD-issued/decommissioned devices
•Home networks, personal accounts
•5+ year-old hardware at sites
Sample Workflow
All needs (other than FC login/mail issues) communicated through Help Desk when possible > first Technology team
member to accept responsibility for item will respond to sender > Status changed to "in progress" > When complete,
item archived.
Depending on Site Tech experience, these individuals may be tapped to complete simple tasks and assist from afar. Most often the Site Tech will relay information to Help Desk on behalf of team member at site.
!
Operations Manual
"16
Help Desk
In the hopes of providing better end-user service as well as relieving workload on site techs, the Technology Department
has created the Help Desk in First Class. Located conveniently in the All Staff Area, simply click the Help Desk icon, then
“Create a Help Desk Ticket.”
!
The purpose of the Help Desk was originally to streamline processes and track data more effectively. The beauty of this
model for support is that: (1) everyone sees the request and (2) data can be tracked.
• Transparency encourages diligent work from my team.
• The indicators on the left tell you the status of the ticket.
• I can track the types of request for training purposes and planning future professional development.
• We can all benefit from better understanding the needs of staff.
• I know how to better prepare my team to meet the needs of LYSD and where to focus Departmental efforts.
!
Operations Manual
"17
Technology Purchases
Departmental
Purchases can be made in a number of ways, depending on the comfort and skill level of the department heads or
designees. Often purchase orders (POs) can be generated internally for quotes requested directly. More often than not,
the Technology Department will assist other departments in procuring quotes from approved vendors.
The difficulty in this conversation is often that definitions of “technology” are so broad and fluid that confusion can arise
when determining the need for Technology Departmental assistance. Every item with a power cord, of course, is not
“technology” in the sense of the explicit responsibility of the Technology Department. Limiting responsibly to the following
items/realms may be helpful:
•Computers, software, and classroom displays
•Assistance with VTC, conferencing services, etc.
•Network assistance
!
Asset Tagging & Configuration
Purchases made by departments are subject to the approval of the Director of Technology as compared to the Approved
Hardware list. Once approved (or quote provided from Technology to the department in question), the PO is submitted to
the business office by the department in question. When the item(s) arrive, they will be configured, asset tagged, and
deployed according to the Technology Department’s current standards (software, labeling, engraving, etc). Asset tags will
be provided and paperwork submitted to the Business Office. Asset tagging is required if item value exceeds $500 (but
may be used at the discretion of the Technology Department).
Technology Department Purchases
Purchases specific to the Technology Department are originated at the discretion of the Director. POs are submitted to
the Business Office with vendor quotes attached. Once purchased, items will follow the same procedures listed above.
Contractor provided materials will reside within the Statement of Work or Quote from the party involved. MOAs are then
issued for the work to be completed.
Teachers & Instructional Leaders
Certified staff in administrative, counseling, and teaching positions on site will be provided all hardware, software, and
support by the Technology Department. The purchase of these items will be at the discretion of the Directorship. These
items will be procured according to pre-established schedules of “refresh cycles.”
• Every three years, a complete refresh of teacher laptops will be made. At this time, a planned twenty-one 13”
MacBook Pros will be accounted for as damaged and replaced. If not damaged, devices will be used as planned.
• Damaged computers (not under factory warranty) will be used for parts by certified repair technicians on staff
Operations Manual
"18
• At the end of this three year cycle, all certified-issued laptops will be refurbished and used for instructional
programs.
Student
Student computers will be purchased according to grant funding (from new school projects), initiatives (curriculum, etc),
or Technology Department programs.
• Every three years, a complete refresh of teacher laptops will be made. At this time, a planned twenty-one 13”
MacBook Pros will be accounted for as damaged and replaced. If not damaged, devices will be used as planned.
• The remaining MacBook Pros will be distributed equitably among all LYSD sites.
• Year One - AUK New school project will provide for all new computers through site FF&E funds
!
• Year Two - Matrix of replacement in perpetuity (20 iMacs, 20 Dells/per site x 2)
Regional School Board Members
Board purchases will not come from the Technology Department budget but procured according to policy. With Board
approval, quotes and purchases will be made in all possible haste.
Sample Workflow
RSB Member reports need > Need is communicated to Superintendent’s Secretary/Chair > Item added to the agenda >
RSB vote allows for purchase > Admin action item is communicated to the Technology Department > Purchase is made
> Item(s) are tagged/configured/readied by Technology Department > Item is shipped under the supervision of the
Superintendent’s Secretary
Refresh Cycle Matrix
The following is a sample for hardware needs from the District Level to the individual employee:
Year One (13-14)
Certified
Student
Schools
200 MacBook Pros
200 Used MacBook
SANs Replaced District
Pros; 2 Sites new
Wide
Desktop iMac (20); 2
Sites Dell (20) *AUK*
Year Two (14-15)
2 Sites new Desktop
Filters, accelerators,
iMac (20); 2 Sites Dell
shapers replaced; 25
(20)
SMART interactive
projectors; 100 printers
Year Three (15-16)
2 Sites new Desktop
Domain Controllers
Replaced District Wide
(20)
Operations Manual
"19
Year Four (16-17)
Certified
Student
Schools
200 MacBook Pros
200 Used MacBook
25 SMART interactive
Pros; 2 Sites new
projectors
Sites Dell (20)
Year Five (17-18)
2 Sites new Desktop
25 SMART interactive
projectors.
(20)
Year Six (18-19)
2 Sites new Desktop
SANs Replaced District
Wide
(20)
Year Seven (19-20)
Operations Manual
200 MacBook Pros
200 Used MacBook
Filters, accelerators,
Pros; 2 Sites new
shapers replaced; 50
SMART interactive
Sites Dell (20)
projectors.
"20
Asset Management
Asset Tracking
Technology purchased from any department will be readied or configured by the Technology Department. Assets will be
entered into the AS400 by the Business Office and required paperwork will be managed outside the Technology
Department.
Assets will be entered into the Asset Tracker application within First Class by the Technology Department with care taken
to collect the following information:
• Serial Number of the item
• Asset Tag number affixed to the item
• Wifi MAC address
• User device will be assigned to
• Model Number and Make of device
!
!
Sample Workflow
Device procured by department > item delivered to Technology Department > technician engraves asset number and
affixes asset tag > technician enters aforementioned data into Asset Tracker application > technician configures device
as needed > technician assigns item to user > item and paperwork delivered to user > paperwork and PO delivered to
Business office.
!
Annual Verification on Site
Technology residing at remote sites will be verified annually by the Site Tech(s) and Instructional Leader(s).
Assets will be verified with scanners provided with data imported to spreadsheets. Pertinent data includes:
• Asset Tag number affixed to the item
• User device will be assigned to
• Model Number and Make of device
!
!
Sample Workflow
Site Tech/IL develop check-in process at site > Director of Technology provides documentation and timelines for
completion > IL oversees completion of check-in > Director of Technology signs off on IL responsibilities.
!
Operations Manual
"21
Social Media & Communication
Protocols
District Sponsored Social Media
The RSB recognizes the value of technology such as social media platforms and promoting community involvement and
collaboration. The purpose of any official district social media platforms shall be to further the district vision and mission,
support student learning and staff professional development, and enhance communication with students, parents/
guardians, staff, and community members
The Superintendent or designee shall develop content guidelines and protocols for official district social media platforms
to ensure the appropriate and responsible use of these resources and compliance with law, Board Policy and regulation.
Content Guidelines
Official district social media platforms shall be used only for stated purposes and in the manner consistent with this policy
administrative regulation. By creating these official sites and allowing for public comment the board does not intend to
create a limited public forum or otherwise guarantee in individuals right to free speech.
• The superintendent or designee shall ensure that the limited purpose of the official district social media platforms is
clearly communicated to users.
• Each site shall contain a statement that specifies the sites purpose along with a statement that users are expected to
use the site only for those purposes.
• Each site shall also contain a statement that users are personally responsible for the content of their post.
!
Official district social media platforms may not contain content that is obscene, libelous, or so incites students as to
create a clear and present danger of the commission of unlawful acts on school premises, violation of school rules, or
substantial disruption of the school’s orderly operation. Staff or students who post prohibited content shall be subject to
discipline in accordance with the district’s policies and administrative regulations. Users of official district social media
platforms should be aware of the public nature and accessibility of social media and that information posted may be
considered public record subject to disclosure under the Public Records Act. The Board expects users to conduct
themselves in a respectful, courteous, and professional manner.
Privacy
The Superintendent or designee shall ensure that the privacy rights of students. parents/guardians, staff, Board
members, and other individuals are protected on official district social media platforms. Social media and networking
sites and other online platforms shall not be used by district employees to transmit confidential information about
students, employees, or district operations.
Definitions
Social media means any online platform for collaboration interaction and active participation including, but not limited to,
social networking sites such as Facebook, Twitter, YouTube, LinkedIn or blogs. Official district social media platform is a
Operations Manual
"22
site authorized by the superintendent or designee. Sites that have not been authorized by the superintendent or designee
but that contain content related to the district or comments on district operations such as the site created by a parent
teacher organization, booster club, or other school connected organization or student’s or employee’s personal sites are
not considered official district social media platforms.
Authorization for Official District Social Media Platforms
The superintendent or designee shall authorize the development of any official district social media platform. Teachers
and coaches shall follow board policy and complete official request form to create a website or social forum (BP 6161.5).
Superintendent Guidelines
The superintendent or designee shall ensure that the official district social media platforms provide current information
regarding district programs, activities, and operations consistent with the goals and purposes of this policy and
regulation. Official district social media platforms shall contain content that is appropriate for all audiences.
The superintendent or designee shall ensure that copyright laws are not violated in the use of material on official district
social media platforms. The superintendent or designee shall ensure that official district social media platforms are
regularly monitored. Staff members responsible for monitoring content may remove post based on viewpoint-neutral
considerations such as lack of relation to the sites purpose or violation of the districts policy regulation or content
guidelines.
Each official district’s social media platform must prominently display:
1. The purpose of the site along with the statement that users are expected to use the site only for those intended
purposes.
2. Information on how to use the security settings of the social media platform.
3. A statement that the site is regularly monitored and that any inappropriate posts will be promptly removed.
Inappropriate posts include those that:
3.1.
Are obscene libelous or so incites students as to create a clear and present danger of the commission of
unlawful acts on school premises violation of school rules or substantial disruption of the schools orderly
operation.
3.2.
Are not related to the stated purpose of the site including but not limited to comments of a commercial nature
political activity and comments that constitute discrimination or harassment
4. Protocols for users including expectations that users will communicate in a respectful, courteous, and professional
manner.
5. A statement that users are personally responsible for the content of their posts and that the district is not responsible
for the content of external online platforms.
6. A disclaimer that the views and comments expressed on the site are those of the users and not necessarily reflect the
views of the district.
7. A disclaimer that this users reference to a specific commercial product or service does not imply endorsement or
recommendation of the product or service by the district.
8. The individuals to contact regarding violation of district guidelines on the use of official district social media platforms.
Operations Manual
"23
Appropriate Use by District Employees
District employees who participate in official district social media platforms shall adhere to all applicable district policies
and procedures including, but not limited to, professional standards related to interactions with students. When
appropriate employees using's official district social media platforms shall identify themselves by name and district title
and include a disclaimer stating that the views and opinions expressed in their post is their’s alone and do not necessarily
represent those of the district or school. All staff shall receive information about appropriate use of the official district
social media platform.
Cyberbullying
The RSB recognizes the value of technology such as social media platforms and promoting community involvement and
collaboration. The purpose of any official district social media platforms shall be to further the district vision and mission,
support student learning and staff professional development, and enhance communication with students, parents/
guardians, staff, and community members
The Superintendent or designee shall develop content guidelines and protocols for official district social media platforms
to ensure the appropriate and responsible use of these resources and compliance with law, Board Policy and regulation.
Educational Resources
• http://www.brainpop.com/
• games, interactives, and lesson plans
• Username: aklibrary
• Password: iaminak
• Learn360
• hundreds of hits, search “cyberbullying”
• Username: firstclass email (including @loweryukon.org)
• Password: contact Distance Learning coordinator
• PD360
• Username: firstclass email (including @loweryukon.org)
• Password: contact Distance Learning coordinator Operations Manual
"24
Professional Development and
Training
District Sponsored Professional Development for Teachers
The Director of Technology oversees the creation and implementation of staff Learning Pathways in terms of Educational
Technology District wide. These Pathways include:
• The use of interactivity in the classroom
• The use of external displays in the classroom
• The use of multimedia devices in the classroom
• The use of LYSD-issued Apple MacBookPro
Annual Inservices
The Lower Yukon School District will provide contractually obligated inservices which will include the full support and
participation of the Technology Department. Sessions will be organized and facilitated by the Director and staff in
coordination with other departments.
Department Sponsored Training
The Technology Department will independently offer inservices to Site Techs, teachers and District staff throughout the
year. Topics will include:
• The use of interactivity in the classroom
• The use of LYSD-issued Apple MacBookPro
• Network configuration
• Certified Hardware Repair
• Software Certifications
• Image Deployment
• Workflow and Process Efficiency
Weekly Technology Training/PD Sessions
The Technology Department will offer weekly VTC meetings ranging from 30-90 minutes. These sessions are reserved for
Thursday afternoons and will be broadcasted District wide. Sessions will be organized into the following categories with
agendas reflective of the inherent difficulty of the task:
• Advanced - Site Tech specific training, though others are welcome.
• Network Infrastructure Training, Deployment Strategies, Network Management, etc.
• Intermediate - Augmentation, Modification, & Redefinition level concepts.
• Higher order integration of technology into the standards, Advanced Software Training, etc.
• Beginner - Substitution level concepts.
Operations Manual
"25
• Basic Computing, Workflow Training, Tips & Tricks, etc
Annual Technology Training/PD Sessions
The Technology Department will offer annual opportunities for industry specific certifications to Site Techs and
Department staff. These events include, but are not limited to:
• First Class Administrator Course
• Edsby Training
• SQL Server Training
• Apple Help Desk Certification
• Apple Certified Hardware Repair
• Various Cisco Certification Courses (with travel paid to complete proctored test)
• Polycom Endpoint Management
• Polycom CMA/RMX Management
• Funding and interest will determine training considerations.
Ad Hoc Technology Training/PD Sessions
The Technology Department will offer other departments or schools specific trainings as requested in person or through
VTC. Operations Manual
"26
Apple-LYSD Relationship
LYSD’s history with staff Macintosh computers
Lower Yukon School District has taken the position that no single vendor will dominate the hardware and software
purchases in any capacity. Being “platform agnostic,” the Technology Department expects it’s staff and students to
function in both Windows and Apple OS environments. In terms of hardware choices, the Technology department will
endeavor to provide the most stable computers available which will be capable of offering the most effective educational
experience.
For a number of year the district has deemed Macintosh computers to be the best fit for all certified staff and most
district office personnel. All servers, major infrastructure, and control systems are non-Apple affiliated systems. Due to
Apple’s unique focus on education and simplicity of user interface, student machines will be primarily Macintosh and OS.
As needs arise and to continue the tradition of Windows experience for post secondary jobs and educational
opportunities, Dell is the chose hardware platform for desktop and portable computers.
The practice of installing Boot Camp and partitioning of a MacBook Pro will be the future standard striven for the duration
of this document’s guidance.
Imaging Practices
The process of image creation is handled completely in house by the technology department. The deployment of images
for teachers will be ongoing as needs arise. The initial deployment of new staff computers (according to departmental
purchases and refresh cycles) will precipitate the creation of new images as hardware specifications demand. New
certified staff at site will receive the previous year’s staff computer. Upon request, reimaging will occur.
Image Requirements (Macintosh Computers)
Applications: MS Office; First Class Client Software; SUDO scripts (updating, binding to the domain)
Configurations: See Department documentation.
Updating Process
Apple Update Servers will be provided at each site and will function as a caching service for all OS users. Scripting done
by the Tech Dept will provide a local source for all critical system updates without the WWW. Off site updating will remain
as Apple defines and channeled through www.apple.com.
User Authentication
Due to Apple’s policy on updates, applications, etc, users will be forced to use Apple IDs to perform numerous functions
throughout the year to customize their device. These changes are not required and will not affect their work as an
employee of the district.
Operations Manual
"27
Apple IDs
The Director of Technology is not responsible for the content of any district issued device once checked out to a user. It
is the responsibility of the user to assure they comply with copyright law, Board Policy, and ethical guidelines (provided by
the state, district, and professional organizations). Apple IDs, which are inherently user-based, are meant for any activity
within the Apple eco-system.
ID Creation Guidelines
Apple IDs should never be created using LYSD domain emails. The reason to avoid this is because the permanence of
said access is limited to the terms of user contracts, while outside emails are the property of the user.
Apple Certification
The Tech Dept will maintain full Apple Certified Maintenance Technician (ACMT) Certifications for all department
members. This certification includes a mastery of MacOS, software, hardware, and help desk training. Operations Manual
"28
Check-out & Check-in Process
Staff Equipment & Expectations
The Tech Department of LYSD holds it’s staff in the highest regard. As such, each new teacher, IL, or counselor will
receive a clean, functional, and updated MacBook Pro 13” computer when they arrive on site. They will also be issued a
computer bag (backpack), a VGA adapter, and a charger. Once issued, it is the responsibility of the site to replace the
adapter and charger throughout the school year(s) as they wear out. The Tech Department will be responsible for the
replacement of backpacks & computers.
New Site Classified Check-out
New staff will receive all equipment when they arrive at
site in the fall. Previous year’s equipment will be
inspected, cleaned and labeled (when possible) prior to
the arrival of new hires. Staff will be required to sign
Responsible Use Policy document and Laptop User
Agreement.
Upon signing, the Instructional Leader or designee (Site
Tech) will collect and file both documents. These
documents will be accessible to the Technology
Department upon request and are legally binding. If new
devices are are issued as replacements for the first, new
documentation will be required.
Sample Workflow
New Hire becomes official > Accounts are created >
equipment is designated for use > Tech Department staff
visit site over summer to clean, replace, repair equipment
> User arrives at site > IL meets with staff and
documents are signed/filed > User logs in with FC
credentials > Tech Department verifies documentation >
Tech Department enters data into Asset Tracker
Site Classified Check-in
The process of checking-in staff equipment annually will
be as follows. The Site Tech will be responsible for
verification of all equipment used communally at the site.
This will include labs, copiers, workrooms, etc. Teachers
will be responsible for their own classrooms as at the
discretion of the Site Tech. Should the Site Tech wish to
Operations Manual
"29
complete the entirety of the site technology asset checklist, they may. Instructional Leaders will be responsible for the
process as a whole and will assure their own equipment is verified and secured along with all other staff devices for the
summer.
Staff machines should be secured in a location determined to be safe and secure enough for the summer months (EX:
server room) All returning staff are welcomed to keep their equipment over the summer, but the appropriate form must be
completed.
Sample Workflow
Staff meet with IL at year’s end > Site Tech or IL inspects equipment > Staff complete Summer Checkout Form or NOT >
IL records activity and secures device within the school
Operations Manual
"30

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Technology Department: Operations Manual  ! Prepared By: Samuel Bourgeois